On-Demand Webinar

Personalising the Citizen Experience

Part of the SAS Ask the Expert series

 Cost: Complimentary

About the webinar

Practical examples to illustrate how Gov UK could understand the nuances of individual citizen’s online behaviour to support contextual personalisation and Next Best Experiences.

Gov UK is going through widespread digital transformation to deliver and improve services online. In order to deliver a frictionless online experience that matches the needs of individual citizens, it is necessary to understand the nuances of their behaviour and intentions in order to manage their engagement and journey effectively and provide an appropriate citizen experience.

This webinar will look at a real-world citizen journey on www.gov.uk. It will showcase practical examples of how real-time data capture along with machine learning and real-time decisioning can be deployed to personalise the online citizen experience. The content will be distilled into the following 3 sections:

  1. Data - showcase digital data collection and show how a rich citizen data fabric from multiple sources is essential to gaining in-depth citizen insight.
  2. Analytics - Show how a variety of machine learning techniques can quickly glean insight from citizen online behaviour to support personalisation of the citizen journey.
  3. Personalisation - Illustrate how the most effective models can be deployed into a real-time decisions to ensure services are tailored to meet the needs and interests of individual citizens.

About the Expert

Jonathan Opperman
Citizen Insight & Engagement
Customer Advisory, SAS

Jonathan has worked in the customer intelligence and marketing technology industry for over 25 years. His predominant areas of interest and experience are digital analytics and insight, real-time analytics and personalisation.

He has worked in financial services and retail in the private sector and has recently joined the SAS UK Public Sector team to harness this experience to spearhead Citizen Experience transformation in Gov UK